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Winning Back Lost Customers in MedTech & Biopharma with Salesforce

Winning Back Lost Customers in MedTech & Biopharma with Salesforce

The Life Sciences industry is about pushing boundaries, discovering innovative products, and ultimately, improving patients’ lives. But staying ahead in this competitive market can be a real challenge, especially when keeping customers engaged and growing revenue. That’s where the power of data-driven strategies and a robust CRM like Salesforce can genuinely make a difference.

The Challenge of Customer Churn in Life Sciences

Customer churn is tough on any business but is particularly concerning for MedTech and  Biopharma companies, as each customer represents significant value. Customers may abandon for various reasons—maybe they found a better price, they didn’t feel a personal connection, or perhaps life simply got in the way.

However, these “lost” customers often aren’t truly gone. They’ve visited your website, asked questions, and may have even been loyal customers in the past. Recapturing their interest isn’t just about recovering potential sales; it’s about rebuilding relationships and fostering long-term loyalty.

Unleashing the Power of Data with Salesforce

One forward-thinking MedTech company decided to tackle customer churn head-on by partnering with our team here at Coastal. Their mission? Create a “win-back” campaign that is so personalized that it feels like a warm invitation to customers who have shown interest but haven’t made a recent purchase.

The secret to their success? A multi-cloud Salesforce approach with Data Cloud as the unifying layer. Data Cloud seamlessly integrated customer data from various sources, including past orders, product interactions, website visits, and support inquiries. This gave them a complete picture of their customers, allowing for highly targeted and personalized sales and marketing campaigns.

The Win-Back Campaign: A Data-Driven Approach

The company’s win-back campaign focused on precision. Data Cloud analyzed vast amounts of data to segment by account type (provider, customer, insurance company) and create detailed profiles for each account, identifying patterns in purchasing behavior, website interactions, and email engagement to determine their preferences and interests.

These insights were fed into Marketing Cloud, triggering automated marketing journeys with tailored email content and subject lines that resonated with each recipient. This included special discounts, product suggestions, and exclusive access to new information.

Data Cloud’s insights were also integrated into Sales Cloud, equipping sales representatives with a deep understanding of each customer’s history and needs. This allowed for more meaningful and informed conversations, offering personalized solutions and addressing specific pain points. By tailoring their approach to each account, the sales team built stronger relationships, drove conversions, and ultimately won back lost customers.

Astonishing Results: A 10x Revenue Boost

The campaign results were remarkable. The win-back campaign was a huge success, leading to a tenfold increase in win rates! 

This turned what was once a loss into a major revenue boost. They brought back old customers and saw an increase in the average order value, strengthening those all-important relationships for the long haul.

But they’re not resting on their laurels. They’re already using Einstein Analytics to dig deeper into customer behavior and preferences. This means their future marketing and sales efforts will be even more targeted and effective, ensuring every customer interaction feels personal and valuable.

Key Takeaways for Life Sciences Companies

  1. Personalization is key: Customers want to feel like you truly understand them. Use your data to tailor your marketing and sales conversations to their wants and needs.
  2. Salesforce is your friend: This CRM platform has a treasure trove of tools to help you manage relationships, automate campaigns, and give your sales team a boost.
  3. Data Cloud is a game-changer: Combining Salesforce with Data Cloud gives you a complete view of your customers, opening up a world of possibilities for targeted engagement.
  4. Measure and adapt: Keep a close eye on how your campaigns perform and use those insights to improve your strategies.

By embracing a data-driven approach and tapping into Salesforce’s potential, you can turn lost customers into loyal ones, creating opportunities for significant growth.

What’s Next

Are you ready to transform your approach to customer engagement and revenue growth? 

Our team of experts understands the unique challenges and opportunities MedTech and Biopharma companies face. We’ll work closely with you to develop a tailored Salesforce solution that aligns with your specific needs and objectives. 

Whether you’re looking to win back lost customers, improve sales team efficiency, or gain deeper insights into customer behavior, Coastal can help you achieve your goals with Salesforce.

Disclaimer: This blog post is based on a real-world case study but has been anonymized to protect the company’s confidentiality.


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